Support Center

If your computer does not recognize your Jupag device, try these steps:

1. Ensure the device is turned on and unlocked with your PIN
2. Try using a different USB cable, preferably the original one that came with your device
3. Connect the device directly to your computer (not through a USB hub)
4. Restart your computer and try again
5. Try a different USB port on your computer
6. For Windows users, check Device Manager for unknown devices that might need drivers
7. Ensure you have the latest version of Jupag software installed

If these steps don't resolve the issue, please contact our support team for further assistance.

If you've forgotten your PIN code, there is no way to recover it or bypass it on the device. This is an intentional security feature. You'll need to reset your device and restore it using your recovery seed phrase:

1. Enter incorrect PINs until the device resets itself (usually after 3-10 incorrect attempts, depending on your security settings)
2. Alternatively, use the "Reset Device" option in the device settings or our desktop software
3. Once reset, set up the device as new
4. During setup, choose the "Restore from recovery phrase" option
5. Enter your 12 or 24-word recovery phrase in the correct order
6. Create a new PIN that you'll remember

Your wallets and cryptocurrencies will be restored as long as you have the correct recovery phrase. If you don't have your recovery phrase, unfortunately, access to your funds cannot be restored.

If a firmware update fails, follow these steps:

1. Ensure your device has sufficient battery (at least 50%) or keep it connected during the update
2. Make sure you're using a reliable internet connection
3. Close any other applications that might be using your Jupag device
4. Try using a different USB port, preferably directly on your computer rather than through a hub
5. Restart the Jupag desktop application and try the update again

If the update fails repeatedly, your device might enter recovery mode. In this case, our desktop application will guide you through the recovery process. If all else fails, please contact our support team, who can provide specialized instructions for your specific situation.

If your Jupag device's screen becomes unresponsive or frozen, try these steps:

1. Disconnect the device from any USB connections
2. Press and hold the power button for 10 seconds to force a restart
3. If the device has a reset button (usually a small pinhole on the back or side), use a paperclip to press it gently
4. Allow the device to fully drain its battery, then recharge and restart it

If the screen remains unresponsive after these steps, your device may require service. Contact our support team for repair or replacement options. Don't worry about your funds—as long as you have your recovery phrase, you can restore access to your cryptocurrencies on a new device.

If you're having trouble confirming a transaction on your Jupag device, check these common issues:

1. Ensure the device is unlocked with your PIN
2. Verify that you're in the correct app on the device for the cryptocurrency you're trying to transact
3. Check that the device firmware is up-to-date
4. Make sure the Jupag desktop or mobile app is updated to the latest version
5. For Bitcoin and some other cryptocurrencies, verify that your fee settings aren't too low for current network conditions
6. If using a browser extension wallet, ensure it has permission to communicate with the Jupag device

Sometimes simply disconnecting the device, closing all applications, and starting over can resolve communication issues. If problems persist, please contact our support team with details about the specific cryptocurrency and transaction you're attempting.